# Freshservice

### What is Freshservice integration in ZigiOps?

Freshservice is a cloud-based IT service management (ITSM) platform used to manage incidents, service requests, problems, and changes.

ZigiOps enables secure, agentless integration between Freshservice and ITSM, DevOps, and monitoring systems. Using ZigiOps, Freshservice tickets and service records can be synchronized with external platforms to support cross-team workflows, automated ticket creation, and end-to-end service management processes.

With ZigiOps, Freshservice can:

* Synchronize incidents and service requests with DevOps tools
* Receive events and alerts from monitoring platforms
* Support ITSM-to-DevOps and monitoring-to-ITSM workflows
* Integrate securely without custom scripts or plugins

### Which Freshservice versions are supported?

Using a supported version is mandatory.

| Product      | Supported Deployment Types | Supported Versions |
| ------------ | -------------------------- | ------------------ |
| Freshservice | All                        | All                |

### Are there any environmental prerequisites for Freshservice?

Before configuring Freshservice, confirm the prerequisites of the **corresponding integration template**, as some templates may not require all environmental prerequisites.

> See the **Related Templates** section at the end of this page.

### How do I connect Freshservice to ZigiOps?

#### Freshservice - Connected System Configuration

Follow the steps below to add Freshservice as a connected system in ZigiOps.

{% stepper %}
{% step %}
Log in to ZigiOps

Log in to your **ZigiOps** instance.
{% endstep %}

{% step %}
Open Freshservice connected system setup

Navigate to **Connected Systems > Add New System > Freshservice**.
{% endstep %}

{% step %}
Configure the parameters

Configure the following parameters:

**Server URL**\
Enter the URL of your Freshservice instance.\
Example: `https://example.freshservice.com`

**Email**\
Enter the email address used to log in to Freshservice.\
Example: `youremail@example.com`

**API Token**\
Enter your Freshservice API token.

**Proxy Settings (optional)**\
Enable this option if a proxy server is required for outbound communication.
{% endstep %}

{% step %}
Review the configuration
{% endstep %}

{% step %}
Save the connected system

Click **Save** to store the connected system.
{% endstep %}
{% endstepper %}

Once saved, Freshservice becomes available for use in ZigiOps integration templates.

### What are the most common Freshservice integration use cases?

#### Use case 1: Synchronizing Freshservice incidents with DevOps tools

Freshservice incidents can be synchronized with systems such as Jira or Azure DevOps, enabling seamless collaboration between service and development teams.

#### Use case 2: Forwarding monitoring events to Freshservice

ZigiOps can forward events and alerts from monitoring platforms into Freshservice as incidents or service requests, supporting faster incident creation and response.

#### Use case 3: Unified ITSM workflows across tools

By integrating Freshservice with other ITSM or DevOps platforms, organizations can maintain consistent service workflows and data synchronization across multiple systems.

### What integration templates are available for Freshservice?

ZigiOps provides prebuilt integration templates for Freshservice, documented individually in the Integration Catalog.

#### Related Templates

* Freshservice ticket - Jira incident

Each template includes:

* Predefined entity and field mappings
* Direction of synchronization
* Entity-specific logic and filters

### Summary

The Freshservice integration in ZigiOps enables:

* Secure, agentless connectivity to Freshservice
* Support for all Freshservice versions and deployment types
* Authentication using email and API token
* Optional proxy support
* Ready-to-use templates for ITSM and DevOps workflows


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